Customer Service Specialist
Core
Retain and grow strategic business owners by investigating account activity, resolving concerns, and delivering tailored solutions to reduce churn.
Role type
Strategic Account Specialist (Customer Service & Retention)
Builds
Customer retention strategies and loyalty for SMBs in hospitality, retail, healthcare, and professional services.
Domain
Fintech / Small Business Services
Deliverable
client delivery
Required skills
Account investigation, proactive outreach, relationship management, pricing/rate negotiation, problem-solving, multi-channel communication (phone/email/SMS), KPI management
Preferred skills
Fintech/banking/telco experience, commercial awareness, handling difficult conversations
Responsibilities
Manage inbound enquiries on account concerns and pricing; Conduct proactive outbound engagement with at-risk customers; Investigate account activity and transaction history; Build relationships with business owners; Deliver tailored solutions to improve experience; Manage pricing reviews within guidelines; Collaborate on retention strategies; Maintain accurate records and follow-up activity.
Seniority
Individual Contributor, mid-level